Are you still there? Properly communicate by phone in a role of Customer Service

A phenomenon on the phone requires the use of filler words. The words are those filler words like, "Uh huh", "Mmmm" and 'Yea' that we are by listening to someone on the phone.

Often the stuff of great concern to those who listen - and concerned about quality communication --- that concern is probably unfounded. The words are filling a necessary evil in the world of telephone communication.

Normally, when we communicate, we have three parts: words, body language and tone of voice. Below is the percentage breakdown of how the message is communicated:

7% Words

Body Language 55%

38% Tone of voice

100% of transmitted message

(Source: Dr. Albert Merhabian is "silent messages").

The choice of words is surprisingly low for communicating our message. To test this, by saying: "Thanks for your help." Saying the same words as you change your TONE to:

1. angry
2. happy
3. skeptical

You will notice that the words are much less important than the tone (feel free to use this example the next time you need advice on an employee or a surly teenager on the inappropriate use of tone, among other things!)

Now they say: "Thanks for your help" in a happy, grateful tone of voice, but cross your arms, frown, and look down.

You will see that the tone and words are far outweighed by the body language (over half).

When we're on the phone, do not have the body language. Therefore, we use words such as filling "Uh, uh ',' yeah 'and" mmmm. "If we do not, the caller is disconnected since they do not have the benefit of eye contact and head nods to assure them that we are indeed listening. At this point we often hear: "Are you still there?"

Hearing this question is much worse in terms of customer service of any benefit gained by avoiding non-words, or words to fill. Instead, think of words to fill as the body language we use, while on the phone.

Also, be aware that some customers are not reassured by the "Yes, ma'am," a fresh and lively tone. Research suggests that many customers find this style cold and distant. A little 'yes "or" mm hmm "here and there can appear warm and" real "to many callers.

One last tip: You've probably heard this one before but it bears repeating. People can hear a smile over the phone. Without body language, a professional tone of voice can be mistaken for coldness or an indifferent attitude. In fact, many respondents felt coming across as "professional", while the caller indicated that the employee was heard to be rude. If you had a similar feedback in the past, try placing a mirror next to your phone. Watch while you talk. You only need to do this for a couple of weeks. At that point the "telephone smile" will be second nature ....